General Manager (Family Entertainment Center)

Job Description

Job Description

The General Manager is responsible for the sales, profits, staffing, image, and operation of the store. They will proactively lead the store to ensure achievement of business goals in revenues, expense, profitability, customer satisfaction, inventory shrinkage, and employee morale. Furthermore, the General Manager will provide customers and employees with outstanding service through friendly, quick, efficient, accurate, and safe assistance.

Essential Duties:

• Responsible for the sales and profit projections as outlined by Executive Management.
• Meet or exceed sales goals through the efficient execution of Company policies and procedures.
• Directly supervise department managers to ensure they are in compliance with established store policies and procedures.
• Provide operational and customer service training for store employees at all levels.
• Investigate employee issues with assistance from Human Resources.
• Maintain confidential discussions of employees’ increases, promotions or transfers until approved by executive management and paperwork has been prepared and a meeting is scheduled with the employee.
• Hold weekly staff meetings with department managers to discuss and resolve any issues relating to operations, staffing, etc.
• Ensure the store presents a pleasing image by changing store displays for better traffic flow.
• Create, prepare and submit reports to corporate such as Daily Sales, Monthly Sales, COGS, Petty Cash, Labor Control.
• Create the manager’s monthly schedule.
• Provide store operations and personnel budget plan to Executive Management for review and approval.
• Write operations manual to include day-to-day procedures to be followed by the department.
• Prepare and present performance evaluations and counseling notices to direct reports.
• Know and understand all store employees’ job responsibilities.
• Proactively support any promotional activity within the store and contribute to an effective working environment.
• Performs special projects and other miscellaneous duties as assigned by Executive Management.

Customer Relations:

• Interact with customers in a courteous and professional manner.
• Provide exceptional customer service by taking care of customer disputes and readily accessible to our customers.
• Inform the customer of all services and specials we can provide them.

Human Resources:

• Extend job offers to candidates considered for employment at the store level.
• Develop a diverse, high-performance team by coaching, counseling and mentoring.
• Review department timesheets for the accuracy of hours and overtime.
• Provide new hire orientation for store employees.
• Monitor store staffing on a daily basis to ensure each department is adequately staffed.

Auditing:

• Audit refunds and/or credits against itemized sales from the previous day.
• Audit cash drawers and transactions.
• Audit and track special events.
• Create Daily Audit Report with sales information and auditing discoveries for executive management.
• Research problems discovered during audits.

Safety, Loss Prevention, and Procedural Compliance:

• Administer IIPP procedures, Safety programs, and procedures.
• Assist with curbing internal and external theft.
• Support the achievement of employee safety and loss prevention objectives via all available media, (i.e. monthly meetings, one-on-one counseling).
• Ensure satisfactory maintenance, appearance, and condition of assigned facilities to comply with security, safety, and environmental codes and ordinances.
• Enforce compliance with all local, state, federal regulations and company policy pertaining to safety and loss prevention.
• Comply with all OSHA requirements.

Non-Essential Duties:

• Contributes to improvement or more efficient and less expensive ways and means in-store processes.
• Assists in the research and development of resources that create timely and efficient store workflow.
• Performs special projects and other miscellaneous duties as assigned by Executive Management.
• Maintains store IIPP and OSHA records.
• Maintains high ethical standards in the workplace.
• Reports all irregular issues and problems to Executive Management for a solution.
• Maintains good communication with all workers including outside contacts.
• Complies and maintains the confidentiality of all company policies and procedures.

Qualifications:

• Bachelor's degree from preferred but not required.
• 3+ years of GM management experience in team building, sales development, strong operational skills within a fast-casual theme concept.
• Superior customer service skills.
• Strong verbal communication skills supported by a pleasant and positive attitude of “can do” success.
• Ability to gain, demonstrate, and coach with operation knowledge.
• Ability to plan activities, set goals, effectively manage time and work.
• Shows the ability to consistently contribute to the overall improvement of the team.

Work Environment:
While performing the duties of this job, the employee regularly works in a bowling center/arcade environment where high levels of noise, dust, and activity can be expected. The noise level in the work environment is usually loud.

Physical Demands:
While performing the duties of this job, the employee is regularly required to bend, stretch, twist, climb and have a high level of mobility/flexibility in small spaces. The employee is required to stand and walk for extended periods of time without breaks during busy times. In addition, the employee will need to be able to use their hands/fingers to handle and feel and reach with hands and arms. Lifting and/or moving up to 100lbs with assistance is required.